Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Shaquana Miller

Columbia,SC

Summary

Dynamic and results-oriented professional with various experience in customer service, problem resolution and warehouse operations. I leveraged critical thinking and data entry skills at the Department of Employment and Workforce to improve call handling efficiency. Excelled in fast-paced environments, excellent computer skills and active listening to enhance customer satisfaction. Proven track record in improving efficiency and mastering CRM systems.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Department of Employment and Workforce
03.2023 - Current
  • Handled inbound calls regarding Unemployment Insurance (Ul) inquiries from Claimants, Employers, and other Stakeholders.
  • Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base policies when assisting claimants and employers.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving unemployment insurance claims or conflicts.
  • Maintained detailed notes of claimants and employers interactions, ensuring proper follow-ups and resolution of issues and actions.
  • Identified overpayments and delinquent tax accounts.
  • Reached out to claimants via phone and email to question about overpayments and negotiate payment plans.
  • Provided overall great customer experience.
  • Corresponded with claimants, conflict resolution, and scheduling appointments.
  • Performed accurate data entry for tickets to have corrections done.
  • Prepared reports, memos, and other documents using word processing, spreadsheet, database, and presentation software.
  • Proficiently with Microsoft Office tools including Excel, Word, and Teams.

Sanitation Worker

Kraft Heinz
02.2022 - 08.2022
  • Washed down facility walls, floors, and doors regularly with cleaning solutions and sprayers.
  • Maintained a sanitary environment with daily inspections and timely maintenance of assigned areas.
  • Collected, sorted, and disposed of garbage and recycling from production work areas.
  • Mixed, used, and properly stored hazardous chemical cleaners to reduce risk of injury or illness.
  • Assisted with material counts and waste reduction.
  • Operated with pallet jacks to move meat tanks in designated areas.

Assembly Line Worker and Material Handler

Electrolux Home Products
06.2021 - 12.2021
  • Met daily production quotas by working effectively within a fast-paced assembly line environment.
  • Collaborated with team members to maximize productivity and ensure seamless workflow on the assembly line.
  • Stocked and replenished parts used on assembly line to maintain consistent supply and inventory.
  • Followed protocols to enhance protection and maintain safe work environment.
  • Operated various tools, machinery, and equipment to complete assembly tasks efficiently and accurately.
  • Reduced product defects by maintaining a clean work environment and adhering to strict quality control standards.
  • Transported inventory items to appropriate locations.
  • Packed items into appropriate containers for shipment.
  • Operated forklifts and pallet jacks to transfer large products from one area of warehouse to another, allowing for easier accessibility.
  • Used hand-held scanners and physical logs to accurately track item movements.

Hospital Transporter

Self Regional Medical Center
04.2021 - 06.2021
  • Greeted each patient or visitor, offered assistance as needed.
  • Supported a positive and welcoming atmosphere for patients, families, and hospital staff by exhibiting exceptional professionalism and courteous behavior at all times.
  • Maintained accurate documentation of patient transports, ensuring compliance with hospital policies and procedures.
  • Collaborated with nursing staff to ensure smooth transfers of patients between units or departments.
  • Transported patients and visitors in a safe & timely manner.
  • Constant walking and standing.
  • Provided Information & directions to Individuals; Contacted the appropriate caretaker when necessary.
  • Assisted in light housekeeping and contacted environmental services when necessary.
  • Supplied Wheelchairs to departments/nursing units & at entrances as needed.
  • Assisted with cleaning, sanitizing and distribution of wheelchairs and stretchers.
  • Registered visitors outside and inside the hospital in hot and cold climates.
  • Issued room numbers to visitors on printed labels.
  • Looked up patient information for visitors/staff.

Hostess/Server Assistant

Olive Garden Restaurant
02.2020 - 09.2020
  • Answered customer questions about hours, seating, and menu information.
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
  • Proactively assisted servers during busy times, helping to expedite food delivery and maintain high levels of guest satisfaction throughout their meal.

Hostess/Service Assistant

The Grand On Main
05.2019 - 01.2020
  • Answered customer questions about hours, seating, and menu information.
  • Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
  • Proactively assisted servers during busy times, helping to expedite food delivery and maintain high levels of guest satisfaction throughout their meal.
  • Managed cash registers, balanced cash drawers and processed payments and credit card reports.
  • Computer Work (Posi Touch, Toast, IPour, and all Microsoft Office programs)

Sanitation Worker

Kraft Heniz
07.2017 - 05.2019
  • Washed down facility walls, floors, and doors regularly with cleaning solutions and sprayers.
  • Maintained a sanitary environment with daily inspections and timely maintenance of assigned areas.
  • Collected, sorted, and disposed of garbage and recycling from production work areas.
  • Mixed, used, and properly stored hazardous chemical cleaners to reduce risk of injury or illness.
  • Assisted with material counts and waste reduction.
  • Operated with pallet jacks to move meat tanks in designated areas.

Front Desk Receptionist

Planet Fitness
10.2016 - 07.2017
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Organized and maintained a clean front desk area to create professional and welcoming environment for visitors.
  • Organized and maintained clean gym equipment for visitors use.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Collected room deposits, fees, and payments.
  • Organized, maintained and updated information in computer databases.
  • Increased efficiency of call handling by utilizing available resources such as scripts, FAQs or knowledge base policies when assisting visitors.

Cashier and Cook

Little Caesars Pizza
04.2015 - 09.2016
  • Greeted customers entering store and responded promptly to customer needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Restocked and organized merchandise in front lanes.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
  • Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
  • Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
  • Prepared food items in compliance with recipes and portioning control guidelines.

Education

High School Diploma -

Emerald High School
Greenwood, SC
06.2016

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Problem Resolution
  • Call center experience
  • Appointment Scheduling
  • Customer Relationship Management (CRM)
  • Material Loading and Unloading
  • Order picking and processing
  • Packaging and Labeling
  • Pallet Jack Operation
  • RF scanner experience
  • Excellent computer skills
  • Inventory Control Abilities

Timeline

Customer Service Representative

Department of Employment and Workforce
03.2023 - Current

Sanitation Worker

Kraft Heinz
02.2022 - 08.2022

Assembly Line Worker and Material Handler

Electrolux Home Products
06.2021 - 12.2021

Hospital Transporter

Self Regional Medical Center
04.2021 - 06.2021

Hostess/Server Assistant

Olive Garden Restaurant
02.2020 - 09.2020

Hostess/Service Assistant

The Grand On Main
05.2019 - 01.2020

Sanitation Worker

Kraft Heniz
07.2017 - 05.2019

Front Desk Receptionist

Planet Fitness
10.2016 - 07.2017

Cashier and Cook

Little Caesars Pizza
04.2015 - 09.2016

High School Diploma -

Emerald High School

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Shaquana Miller